Client Success Manager

Arete

14d

About The Position

The Client Success Manager (CSM) is an integral member of the Managed Services team and serves as a primary client interface and advocate for service delivery. The CSM maintains open communication with customers to support a successful operational experience, coordinates internal resources to provide consistent technical reporting and answers to strategic technical questions, and ensures contractual services are delivered accurately and on time. The role collaborates with internal departments to keep clients informed about current threat intelligence and supports periodic Business Reviews and adoption of products and services. The CSM coordinates work across client engagements, manages operational plans and tracks service and project outcomes against business objectives. The position prepares and presents reports for technical and executive audiences, communicates investigative findings, identifies cyber and operational risks, and works with security and IT operations teams and clients on incident remediation. The CSM works with limited supervision, escalating complex issues to CSM II or CSM III, and may take on other duties assigned by management. The position involves usual office working conditions, with domestic travel of up to 10% and onsite work at client sites as required. No physical exertion is required, though the listed physical demands also include light work involving occasional force of up to 20 pounds and frequent force of up to 10 pounds to move objects. Salary and benefits are provided in accordance with Arete policy. The role is exempt from FLSA overtime provisions.

Requirements

At least 2 years of experience involving project or incident response engagements.
Associate’s degree and 6–8 years of experience involving work directly related to the listed skill areas, or a bachelor’s degree and 2–5 years of related experience.
Technical experience with Windows desktop and server operating systems.
Technical experience with networking devices such as switches, firewalls, and wireless access points.
Technical experience with backup and disaster planning, including RPO and RTO targets.
Eligible to work in the United States without sponsorship.
Able to travel domestically up to 10% and work onsite at client sites as required.
Working knowledge of private and public cloud infrastructure configurations and connectivity.
Fundamental understanding and working knowledge of common critical network protocols and Layer 7 technologies.
Strong verbal and written communication skills in one or more technical disciplines: incident response, system/network administration, security operations, information security, forensics, or digital investigations.
Ability to learn and innovate using Business Intelligence platforms to deliver continual value.
Ability to provide consistent, high-quality advisement across the IT spectrum.
Current industry knowledge, best practices, and guidelines in a research capacity.
Basic understanding of the OSI model, networking, and troubleshooting concepts.
Familiarity with public cloud, private cloud, and virtualization solutions.
Basic knowledge of vulnerability scanning technologies.
Fundamental understanding of enterprise security controls in Active Directory and Windows environments.

Nice To Haves

Strong team-player skills and the ability to conduct daily duties autonomously.
Consulting or client-facing background.

Responsibilities

Demonstrate value delivery to customers.
Coordinate and track multiple work streams across engagements.
Serve as a point of contact for customer inquiries.
Manage and maintain executable operational plans aligned with objectives and contractual commitments.
Track service and project engagements to ensure outcomes and business objectives are achieved.
Prepare and present Business Review reports to customer stakeholders.
Project manage low-touch engagements.
May assist clients with vendor management, contract renewals and negotiations, IT roadmaps, and short- and long-term budgeting.
Identify customer cyber and operational risks and work with the team to provide mitigation solutions.
Assist Managed Security Services operations and sales leads with onboarding and new-hire training.
Understand process documentation and assist in maintaining it.
Develop accurate, comprehensive reports and presentations for technical and executive audiences.
Communicate investigative findings effectively to client stakeholders.
Work with security and IT operations teams and clients to implement remediation plans in response to incidents.
Escalate difficult or complex issues to CSM II or CSM III.
Perform other duties as assigned by management.